TeamSupport Software

TeamSupport is a B2B customer support software that helps teams collaborate together by eliminating miscommunications, improving customer communication and swiftly addressing client issues.

TeamSupport has several key features that are essential to enhance team collaboration and deliver cohesive customer support. Customer requests coming in through multiple channels are assigned a unique ticket ID. Ticket automation feature allows support staff to flag messages by type or word.

The knowledgebase tool suggests solutions to clients trying to solve their own minor issues, freeing support staff to handle the higher-level challenges that may arise. The Water Cooler provides a dedicated place for customer support staff to collaborate and discuss issues. The solution allows support agents to view customer details, centralize contact database, and generate custom reports.

TeamSupport is a suitable solution for businesses of any industry and size that have a help desk or support team.

The road to perfection is a long one, and TeamSupport is on it's way.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

TeamSupport is outstanding for B2B Customer Service/Technical Support/Ticketing. That is their targeted market segment.

TeamSupport is not intended for B2C. I do not endorse TeamSupport for B2C. But for B2B, it has rocked my world, I am very happy with the product, the team, and the company. The cost is very reasonable, and the value is excellent.

Pros

Excellent product, excellent team, excellent company. An exemplar in excellence in every dimension.

Great product - Easy to use!

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N/A

Pros

I love how TeamSupport allows you to search for tickets based on the customer name in addition to the ticket number. It is very user-friendly and easy to navigate around the system.

Cons

If I am viewing a ticket and click the back button, it brings me back to the main list of all tickets. I would prefer it bring me back to the place in the list where I was previously.

Bob from Canyon Pipe & Supply
Specialty: Distribution

September 2016

September 2016

Great Product, Easy to Use

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Likes Best

Simple setup and can be as complex as you'd like. Support is always there to lend a hand.

Likes Least

The only thing I would like to add to the product is the ability to keep the adjusted size of the Tickets home page. I'd like that chance to be remembered next time I log in.

Recommendations

We tried a couple other products before choosing TeamSuppot and they their setup and ease of use was by far the simplest. Yet the package has almost everything you would ever need as far as features.

Jason from PSM
Specialty: Energy

August 2016

August 2016

TeamSupport - Possibly the Best Issue Tracking tool for Businesses

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Likes Best

This software is able to be adaptable to all types of business models other than typical software tracking issues. Hosting this service on the web makes accessing our database possible anywhere in the world at fast speeds!

Likes Least

There is not much to not like. The features in this product where easily customized to our needs. Some improvements I could suggest would be to have the ability to link form lists between ticket types. Additionally requiring a Customer name for certain ticket types would be a great feature.

Recommendations

Give it a try! Setting up a trial evaluation is quick and easy, as new software should be. The people I have talked with at TeamSupport have been great help.

Julie from Allegiance Software
Specialty: Software / IT

October 2015

October 2015

Still Onboarding

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Likes Best

We are still onboarding so I can't give first hand experience yet. But we are looking forward to the integrated email and chat features of TeamSupport. Also we are excited about the reporting features and how it will help us improve our products and services by identifying unhappy customers and areas with the most issues.

Likes Least

Well since we aren't using the product yet the only thing that I found more difficult than I had anticipated is the onboarding process. I certainly can't blame that all on TeamSupport. We haven't been able to dedicate the time necessary to move this forward. Also we hope to build an interface to TeamSupport so our current CRM will be the database of record. This all makes for a longer onboarding time.

Recommendations

Have a list of functions that are must haves for you. Then get the free trial and see if it can do it or not. Set time out of your schedule to use the product during the free trial so you can make an informed decision.

Stephanie from GroupOne Health Source
Specialty: Other

December 2014

December 2014

My Team Support Review

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Likes Best

It's very easy to navigate and user-friendly.

Likes Least

It can run very slow at times and take up a lot of time to find what you are looking for.

Recommendations

I really don't have any recommendations. This is my first time using a product like this.

Erica from Group One
Specialty: Healthcare / Medicine

December 2014

December 2014

Team Support Review

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Likes Best

It is very simple and easy to use. It makes follow up simple.

Likes Least

It freezes up sometimes, but other than that, it is a good product.

Recommendations

It is a very useful tool for employees to use on a daily basis.

Melissa from GroupOne
Specialty: Healthcare / Medicine

December 2014

December 2014

Team Support Review

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Likes Best

It is very user-friendly. It's very easy to learn to use with very little training.

Likes Least

Sometimes, it locks up, and I have to log out and then back in again.

Recommendations

There are really none that I can think of at the moment. Don't fix what isn't broken.

Zach from iMagicLab
Specialty: Software / IT

December 2014

December 2014

Daily use for a software support team

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Likes Best

I like the ease of interface navigation.

Likes Least

I am unable to provide any negative feedback. The product is amazing.

Recommendations

Shop around and do your homework. You will find out this product is the best.

Submitting and tracking support tickets is so easy now!

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Likes Best

The ease of using this product is second to none. It is very simple to log in and enter a ticket for our support team, and the options to add members of the team to be able to view the information is extremely useful!

Likes Least

I love being able to track the updates to an outstanding ticket rather than trying to follow an email trail or worrying about updates from different parties being lost, etc.

Recommendations

I recommend that individuals give this product a try for their business, see how easy it is to use, and see how much time it can save them when coordinating projects with multiple parties involved.

TeamSupport User Review

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Likes Best

The software is very easy to use and has many options that you can use depending on your organization's needs. We have used the product for a couple of years now.

Likes Least

At this time, there really isn't anything that I don't like about the product.

Recommendations

Before you start evaluating, have a clear objective in mind so that you are not overwhelmed by all the possibilities.

Ricki from GroupOne Healthsource
Specialty: Healthcare / Medicine

December 2014

December 2014

Ricki Ransom Review

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Likes Best

I like the automatic functions and prompt replies. I like that it saves the Tickets that I am currently using on the top.

Likes Least

It's confusing for me with the Ticket Tags and the Tickets.

Recommendations

You need to use it on a daily basis to get the full effects of it. My role does not require this, so I am not privy to all the functionality.

Pam from GroupOne Health Source
Specialty: Healthcare / Medicine

December 2014

December 2014

My staff uses this every day.

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Likes Best

I like the ability to customize the fields to fit our company's needs.

Likes Least

System changes are made, and things seem to disappear.

Recommendations

Survey applicable staff prior to making an appointment for a demo. Make sure you are addressing everyone's needs.

Kandie from Group One Health Source
Specialty: Healthcare / Medicine

December 2014

December 2014

TeamSupport Review

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Likes Best

It's easy to use, and information is really clear and helpful.

Likes Least

When you put the ticket information in and go back to another ticket, it would be nice if it would not auto populate the last provider that you pulled up.

Recommendations

I would like to see if the liaison information would auto populate when their clients are pulled up when you pull up a provider. That way we would not have to toggle back to the client list and get that info.

Melissa from GroupOne Health Source
Specialty: Healthcare / Medicine

December 2014

December 2014

Patient accounts review

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Likes Best

I'm able to access all different types of info from doctor names to addresses and phone numbers.

Likes Least

It's slow to generate tickets when prompted to open or close.

Recommendations

Be clear and give detailed opinions on all the uses that you need for TeamSupport.

Renzi from GroupOne Health Source
Specialty: Healthcare / Medicine

December 2014

December 2014

TeamSupport Review

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Likes Best

The ease of use and tracking of tickets are great! The responsiveness of the support staff is great.

Likes Least

I have no complaints at this time. The system has improved our helpdesk functionality.

Recommendations

Determine a workflow for your staff to follow and track tickets.

Megan from GroupOne Healthsource
Specialty: Healthcare / Medicine

December 2014

December 2014

Occasional User

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Likes Best

I like that you can search for tickets/clients in a variety of ways. I also like that you can access all the tickets for that one client and see the statistics of it (how many open vs. closed).

Likes Least

The search ability used to not be so easy, but I think that has been greatly fixed.

Recommendations

I like that you can search for tickets/clients in a variety of ways. I also like that you can access all the tickets for that one client and see the statistics of it (how many open vs. closed). You can put tickets to certain groups as to who should take care of this issue. It tells how many days a specific ticket has been open, which is nice to help know which to take care of first.

Melischa from GroupOne Health Source
Specialty: Other

December 2014

December 2014

Love TeamSupport!

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Likes Best

It is so easy to use! I can add my notes, flag tickets, or mark tickets unread to easily stay organized.

Likes Least

I have yet to find a fault. It seems that everything I need to do in TeamSupport is doable.

Recommendations

I am not sure that I have any recommendations at this time.

Andrea from GroupOne Healthsource
Specialty: Software / IT

December 2014

December 2014

Efficient and user-friendly!

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Likes Best

I love how TeamSupport allows you to search for tickets based on the customer (in case you don't know the exact ticket number). It is very user-friendly and easy to maneuver around the system.

Likes Least

If I am viewing a ticket and click the back button, it brings me back to the beginning of the list of tickets. I wish it would bring you back to the spot in the list you were viewing previously.

Recommendations

Opening and closing tickets is fairly easy and allows you to attach screenshots for errors or other pictures. I really enjoy this.

TeamSupport is a great ticketing software for small companies

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Support

We use this for our daily operations. We are able to communicate with our clients and resolve issues.

Pros

There are many features that are available like the water cooler, wiki, customer portal, etc. The Wiki is the best feature because it allows us to document best practices and provides a medium of collaboration of work amongst different teams. I also like the different ticketing features that are available. Overall good product for a small company.

Cons

The search feature is not robust and the ticket management could be better. Jira has a better interface for ticketing as far as assigning child/parent tickets. It is difficult to search older tickets that we have worked on.

Review Source: Capterra

October 2017

October 2017

Team Support is very customizable but also complex on the agent side

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Pros

Team Support is very customizable and provides a strong agent workflow. Also, the reporting is very strong, particularly the ability to report on time in ticket statuses and the ability to build custom reports.

Cons

While the customization options are a plus, the amount of options and how they are set up create unnecessary complexity and room for error.

Review Source: GetApp

October 2017

October 2017

Great Product and collaboration tool!

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Pros

Their robust out of the box reporting and dashboards. Workflow makes sense and works with our company and screen record feature is a live saver for troubleshooting with clients.

Cons

I wish the internal part of the knowledge base was surfaced in the UI and could be accessed in the same way as the client facing knowledge base. We do not like having to be logged into team support as an user to access this.

It's been a great addition to our business

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Pros

The software fits our B2B model of support perfectly. It offers tons of flexibility and allows us to truly connect with our customers and monitor their needs. The company is constantly working to provide new features and the new features are usually useful improvements. I don't think there is a better B2B support software out there and the customer service is awesome.

Team Support has been a good useful tool for our team to track and manage tickets from customers

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Pros

I like that the software allows the customers to view the status of their tickets. It makes sending and requesting updates easy. The knowledge base section is a good tool for customers to be able to review. Being able to categorize tickets based on products allows for easily referencing back to older tickets. They hold webinars to help teach on their software.

Cons

The software is not always the easiest to navigate. The search feature is good but does not always bring back relevant results. Setting up some of the features in the admin section is not intuitive. Pictures entered into comments do not always display when sent to customers. The software seems to lag or not update for periods at a time for our team.

Great for tracking client info and items needing an audit trail

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Huge time saver.

Pros

The ease of searching for past items. Also the ability to combine tickets that are related or to add to the ticket that there are related tickets so items do not have to be researched if already attached. It saves a huge amount of time!

Cons

Not many cons, the software performs as advertised. It has had a few times that emails were sent duplicate, but this was fixed quickly.

Amazing B2B Ticketing System

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I solve technical problems relating to my company's software. The benefits are to send and receive messages easily, setting priorities to tickets, and escalating tickets when needed, as a result the customer is always in the loop of the progress of the ticket.

Pros

The Ability to add reminders to tickets. This is a great feature to have, so I know when to get back and start working on specific issue that will require more time. Next. Automated messages are sent out to customers during the weekends and holidays. Also, adding subscriber to the tickets is very important when 1 or more users are involved in a team, its good to add a subscriber to keep all the users in the loop.

Cons

Team Support is only compatible in specific browsers such as: Chrome. Secondly, the layout of the web page is a little confusing, since so much information is intact to in web-page. Also, when clicking on a specific ticket, there are screenshots in the webpage that are not scalable, so you have to use a navigation bar to slide over to the right to see the cut off portion of the screenshot.

TeamSupport is just what we needed to manage our organization's support ticket requirements.

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Pros

I love the flexibility that comes out of the ticket automation features. It allows me to do a lot of pre-triage modification of tickets, and to automatically assign tickets to the appropriate personnel based on preset characteristics.

Cons

I sometimes struggle with the amount of notifications that get sent out. There's a happy medium between too many emails and not enough, and I haven't quite found that sweet spot yet.

Absolutely love it! Don't have a single complaint!

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Organization and customization are the key features that help me.

Pros

Team Support has been a huge factor in how well organized our IT department has become. Being able to track all past and current work, as well as search and use our old tickets, has made all the difference in the world. The ability to be able to customize our portal is fantastic as well.

TeamSupport has great views into support tickets including the most time-intensive users

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There are some features, like the Knowledgebase that we haven't used yet and will need some time to explore.

Pros

The ability to customize the customer portal allows us to really make it look and feel like our own product and was easy to do with a little html basic knowledge.

Review Source: GetApp

Meggan from VFW

July 2017

July 2017

It is fast, reliable, and accurate.

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Pros

This software makes doing my job effortless with the ability to run reports and track clients. The ability to respond to them through the system is great.

Cons

One thing I will have issues with is the ability to email someone and closes the ticket without email not going through to the client.

Review Source: Capterra

Stephanie from NowPow

July 2017

July 2017

Great for B2B Customer Support

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Pros

We have several different departments handling tickets and TeamSupport allows me to easily assign tickets to different departments. We also leverage the ticket templates to help our customers provide us with the important details we need from them, allowing us to quickly close out their tickets.

Cons

Setting new configurations is a little difficult and not always intuitive. It sometimes feels like you are going down a rabbit hole of configurations just to have one tiny thing changed.